Customer Success Manager
Financial Services SaaS
London / Hybrid
£75,000 - £100,000 + Bonus + Benefits
This is a newly created role within a newly formed Customer Success function, designed to support the next phase of growth for a well-established financial-services technology platform.
The team will scale in three clear phases:
You will sit post-implementation, owning the long-term client relationship and acting as a trusted advisor across business, operational, and technical stakeholders.
This role has genuine influence: shaping how Customer Success operates today, and how the function evolves as the business scales.
The Role
Building the Function
Required Experience
Compensation & Benefits
Please contact Ian Bailey at Harrington Starr for full details
Financial Services SaaS
London / Hybrid
£75,000 - £100,000 + Bonus + Benefits
This is a newly created role within a newly formed Customer Success function, designed to support the next phase of growth for a well-established financial-services technology platform.
The team will scale in three clear phases:
- Build the foundation – establish trusted, senior client relationships and embed best-practice platform usage
- Drive adoption and value – ensure clients are using the platform correctly, consistently, and in line with their operating model
- Commercial growth – identify and execute upsell and cross-sell opportunities as accounts mature and usage deepens
You will sit post-implementation, owning the long-term client relationship and acting as a trusted advisor across business, operational, and technical stakeholders.
This role has genuine influence: shaping how Customer Success operates today, and how the function evolves as the business scales.
The Role
- Own and manage a portfolio of financial-services clients post go-live
- Develop a deep understanding of each client’s operating model, workflows, and success criteria
- Drive platform adoption, value realisation, and long-term retention
- Act as a strategic partner to clients as their requirements evolve
- Lead regular client reviews, health checks, and success planning sessions
- Monitor usage, adoption, and risk signals to proactively address issues
- Own renewals and identify value-led expansion opportunities
- Work closely with Implementation, Product, Support, and Sales to deliver a joined-up client experience
- Feed structured customer insight back into Product and Engineering teams
Building the Function
- Help define Customer Success processes, playbooks, and best practice
- Contribute to success metrics, reporting, and tooling
- Act as the voice of the customer internally
- Support the evolution of the function as the team grows in size and scope
Required Experience
- Strong background in financial services
- Proven experience in Customer Success, Account Management, Relationship Management, or Consulting
- Demonstrable experience owning long-term client relationships in a B2B SaaS or enterprise technology environment
- Solid understanding of fund managers, fund administrators, and settlement processes
- Comfortable engaging with senior, technical, and operational stakeholders
- Able to translate complex platforms into clear commercial and operational value
- Structured, proactive, and outcome-focused approach
- Comfortable operating in a scaling business where processes are still being defined
Compensation & Benefits
- Base salary: £75,000 – £100,000
- Performance-linked bonus
- Comprehensive benefits package
- Flexible, hybrid working
- Strong investment in learning, development, and career progression
Please contact Ian Bailey at Harrington Starr for full details
